IT Support Technician

Position Overview

The IT Support Technician serves as the first line of defense for issues related to software, hardware, accounts, licensing, permissions, and more. This role manages the ticketing system and responds quickly to incoming support requests.

Responsibilities

• Troubleshoot software, hardware, application, network, and server-related issues
• Manage technical assistance requests via phone, remote support, in person, or through the ticketing system
• Escalate complex issues to the appropriate personnel
• Aim to resolve issues on the first interaction and follow up until all concerns are fully addressed

Required Qualifications

• Strong understanding of basic networking fundamentals (TCP/IP, DHCP, DNS, VPN, etc.)
• Excellent written and verbal communication skills
• Outstanding customer service abilities
• Initiative and eagerness to learn with an open mindset
• Working knowledge of current Windows environments and Apple iOS
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Access); Office 365 and Power Apps experience is a plus
• Experience with Mobile Device Management systems (e.g., Meraki Systems Manager, AirWatch)
• Experience using ticketing systems (Zendesk, Freshservice, ServiceNow, etc.)
• Working knowledge of Active Directory
• Experience with teleconferencing and VoIP systems (Zoom, Slack, Microsoft Teams, etc.)
• Ability to collaborate effectively across departments to resolve issues as they arise
• Highly organized and self-sufficient
• AWS or Azure experience is a plus
• Degree or background in Networking or a related field preferred

ECLARO Benefits

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO

Pay Rate

$20.00-$22.00/Hour

Equal Opportunity Employer

ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.